Have you started evaluating your communications system for the new year? Many major providers like Mitel, RingCentral and Zoom have announced changes in their offerings, and understanding these shifts will empower you to make the best decisions for your organization. Failing to plan now will leave you scrambling later. Let’s look at some of these important changes and how they may impact you.

End-of-Life for Key Mitel Communications System

Mitel has announced that they will discontinue their Mitel MiVoice Connect system in 2024. If you have used this solution, note the following dates:

  • July 6, 2024, is the date after which the company will discontinue new system sales.
  • December 31, 2024, is the date after which the company will cease add-on sales, which include both hardware and software expansions. This change will also mean that the product will see no more enhancements, patches or system scalability. After this point, the system will only run in maintenance mode.
  • December 31, 2028, is the end of MiVoice Connect hardware repair. Mitel will no longer provide RMA hardware.
  • December 31, 2029, is the date after which the system will no longer run in maintenance mode.

If Mitel MiVoice Connect has been your system of choice, now is the time to plan for a transition to a new option. Although the system will run through maintenance mode until the end of 2029, the lack of patches will render the system a security risk to businesses like yours.


Have an aging Mitel MiVoice Connect system on your hands? Let’s discuss your options.


How should organizations plan for new communication solutions?

As you start to think about your next steps, carefully consider the types of features you need as a business. Consider whether you use unified communications as a service (UCaaS) platforms, contact center as a service (CCaaS) capabilities or if your business needs both. This will help you determine the direction you want to go with your new system.

At CRI, we can help you sort through your priorities and select the platform that fits your organization’s needs and goals the best. With our help, you’ll have confidence in your decision and your system’s capabilities.

RingCentral Introduces New Contact Center Capabilities

Over at RingCentral, the launch of a new AI-powered call center offers incredible potential for businesses. With the help of AI, agents can collect insights from past conversations they have had with customers. Your agents will also get summaries of the conversations they hold with callers and help with any follow-up tasks that need to be completed.

With the integration capabilities of the call center, your team will be able to see and understand the entire customer journey when interacting with a customer. Thanks to post-call transcriptions and action items, productivity and call center customer experience will improve exponentially.

How can AI impact your contact center?

With the capabilities of the new call center from RingCenter, your agents will have access to more complete information and insight. Say you have a customer who has called a few times. The system will connect all the interactions the customer has had with your team so that your agents offer more informed information and help. With integration with different business systems, you can bring your call center out of a silo and make it a more productive component of your business, increasing customer satisfaction.


Let us know what questions you have about AI and contact centers.


Zoom Docs Offers Customers More Capabilities

Zoom has also launched new collaboration solutions, known as Zoom Docs, for teams using their communication system. This capability promises to improve integration and project/data management.

This new feature will employ AI capabilities to enhance collaboration. Your team will work faster, as the Docs system will not only create docs, but also allow the members to manage workflow for their different projects and build wikis. The content from the meetings held online can even be added to the documents to quickly translate the ideas discussed into projects that everyone can work together to complete.

How can Zoom Docs benefit your business?

As you initiate projects with your teams, Docs enhances your ability to keep information related to the project organized and easy to find. Through features like “mentions,” you can loop other team members in on progress. You can also organize wikis with visual trees so that everyone can see how the information collections relate to each other. Finally, you will easily integrate the documents with the Zoom platform, so these capabilities can enhance the effectiveness and efficiency of meetings.

Prepare Your Communication System for the New Year with CRI

No matter what your organization wants to accomplish in the new year, whether it’s migrating to a new phone system, improving your customer experience or enhancing the way your internal team works together, CRI is your partner to help you discover and implement your new collusion. Book a consultation with our team today so we can help you find the communication solutions that fits your organization’s needs best.